Overview
Quality Assurance Manager Jobs in Fort Lauderdale, FL at Halperns
SUMMARY:
The Customer Service Center Quality Assurance Analyst is responsible for working with the Customer Service Center (CSC) Manager in overseeing the quality assurance and training within the department to ensure that customer interactions meet high standards of service excellence. This role supports both CSC management and agents, with the goal of providing quality call-monitoring review feedback and insights into training opportunities and highlighting agents’ strengths. The colleague performing this role will be required to answer calls as staffing and call volumes require.
ESSENTIAL JOB FUNCTIONS & RESPONSIBILITIES:
Monitor and assess calls to ensure adherence to compliance, quality and customer service standards.
Provide daily leadership, coaching, and mentoring to direct reports, including ensuring the team receives accurate training and understands their role and how to perform it optimally.
Act as a consultative thought partner with Customer Service Center leadership, leveraging data driven insights to service goals, providing strategic insights and recommendations with overall business objectives.
Train and develop Customer Service Specialists:
Complete periodic one on ones to review CSC Specialist interactions, operational/product updates and monthly/quarterly call quality goals.
Conduct regular one-on-one and follow-up meetings, in person and virtually, to provide ongoing development support.
Stay connected with day-to-day operation of contact center and flexibility to assist with Team Supervisors to provide assistance as needed.
Provide recommendations and feedback to peers, leaders and direct reports.
Promote a positive team culture focused on continuous improvement and high-quality service.
Identify common experience issues and provide recommendations to the CSC Manager for improving the customer experience.
Answer calls when staffing or call volumes dictate.
Assist CSC Management in creating new training material for new applications/procedures for the Customer Service Center.
Work with Learning and Development to review Knowledge Vault content related to Customer Service Center. Use Metrics and feedback from Engageware software to identify knowledge gaps and address in both one on one and team meetings.
Documents all interactions with customers in CRM database by entering or updating information accurately to reflect the customer interaction and resolution.
Authenticates customers adhering to Bank guidelines in order to properly identify customers and protect customer information.
Identifies fraudulent activity to protect the Bank and the Bank’s customers
Assists in customer support for online and mobile banking as well as automated telephone banking including set-up, navigation, and maintenance.
Provides support for other Bank departments.
Advises customers regarding the Bank’s products and to ensure that the highest level of customer service is provided.
Actively recommends Bank products and services using a customer needs-based assessment.
Consistently meets service level deadlines and other performance targets or requirements.
Performs outbound calls to customers as required.
Complies with all customer confidentiality and privacy policies, as well as all Bank policies.
Performs duties and assignments in compliance with Bank policies as well as all state and Federal banking regulations.
QUALIFICATIONS:
Education & Certifications:
Bachelor’s degree or equivalent experience (minimum 4 years of Call Center experience).
Knowledge, Skills & Abilities:
Minimum 3 years of experience in a call center environment.
Knowledge of quality management principles, customer service standards, and call center operations.
Previous supervisor/mentoring experience required.
Ability to work collaboratively in a fast-paced environment and adapt to changing priorities.
Strong problem-solving, interpersonal skills and attention to detail.
Excellent written and verbal communication skills.
Experience providing digital support.
Banking experience preferred.
Ability to quickly learn the Bank’s products and services.
Excellent problem-solving skills with a commitment to customer service a must.
Ability to speak in a clear and pleasant manner.
Ability to use excellent listening comprehension skills to understand callers and determine their needs/question.
Excellent oral and written communication skills.
Ability to handle multiple tasks and interruptions.
Ability to work independently, as well as contribute to the team environment.
Working knowledge of the use of PCs, current Windows operating systems, Microsoft Office, the Internet, and other software systems.
Must have cyber security awareness to protect the digital environment, the Bank, and customers.
COMPETENCIES:
Superior Focus on Customer Service
Technology Savviness/Digital Enthusiast
Financial Comprehension
Adaptability, Flexibility, and a Nimble Learner
Problem Resolution Focused
Solid Decisions Making/Judgement
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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Title: Quality Assurance Manager
Company: Halperns
Location: Fort Lauderdale, FL
